Customer Complaints Handler

5 months ago

London, United Kingdom OSS Full time

**FULL TIME, PERMANENT, HYBRID**

**THE OPPORTUNITY**

As a Customer Complaints Handler, you will undertake the proper and full investigation of complaints to ensure we can decide on and implement a suitable resolution as soon as possible. You will regularly work with colleagues across the business to manage and respond effectively to complaints in line with agreed processes and timescales. As a member of the team, you will uphold and promote our incredibly high standards and always keep customers in the heart of everything you do.

Hybrid - 3 days a week at various locations, 2 days a week at home, therefore you need a driving license and your own vehicle.

**YOUR RESPONSIBILITIES**
- Bring our values to life to enhance the customer experience in every interaction
- Identify and escalate any issues which impact the customer experience so we can continually improve the service we deliver
- Work closely with Stores and your peers to deliver a resolution to customer complaints
- Work with the Furniture and Home Improvement Ombudsman
- Gather data and facts to construct complaint timelines

**ABOUT YOU**

You are passionate about what you do and know exactly how to put the customer at the heart of any decision you make.

You have an eye for detail and are good with data.

You communicate with excellence - offering a bit of charm to every interaction.

You recognise that every interaction counts and are able to build rapport with ease, regardless of the length of the call.

You are always looking for ways to surprise and delight customers you interact with and have a “no customer left behind” attitude, we have a Trust Pilot rating to maintain

You’re used to managing your own time and never miss a target.

You are always one step ahead and look for ways to improve the way we do things, setting a high bar at every turn.

You thrive on a busy schedule and think fast on your feet - ensuring your work is accurately executed.

You understand how your role helps customers to make a house a home and work closely with your peers and customers to achieve that.

**YOU WILL ALSO HAVE**
- A minimum of 2 years of customer service experience
- Preferable complaints experience in a high paced environment
- Fantastic communication skills both written and verbal
- An ability to manage your time and deliver in a remote/hybrid working environment
- A proven ability to deliver an outstanding customer experience in difficult situations
- IT literate (Microsoft packages, Advanced Excel, CRM systems)
- Ideally experienced in managing social media and Trustpilot channels

**Salary**: £26,000.00 per year

**Benefits**:

- Flexitime
- Work from home

Schedule:

- Flexitime
- Monday to Friday
- Overtime

Supplemental pay types:

- Bonus scheme

Work Location: Hybrid remote in London

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